Product Success Manager, Vehicle Intelligence

Axon•Atlanta, GA

2d•Hybrid

About The Position

This role exists so Vehicle Intelligence customers get from purchase to value, and so CSMs and Sales Reps can be proactive without becoming VI specialists. The Product Success Manager (PSM) for Vehicle Intelligence is a product-focused, customer-facing overlay role. You cover the full Vehicle Intelligence portfolio: Axon Outpost, Lightpost, Fleet, Fusus, ALPR, and future Vehicle Intelligence capabilities, across all customers, not a single region. You are the product expert inside Customer Success. CSMs stay close to the account and keep the 10,000-foot view. You come in with product depth, enablement, and internal resources so customers actually get value from what they bought, and so CSMs and reps can be proactive and customer-first without having to become VI specialists themselves. You will design structured adoption strategies, run user groups and other engagement programs, enable CSMs and Sales Reps at scale, manage complex escalations, and partner with Product, Sales, Marketing, and Support. You also help hold statewide partnership and API/integration standards together so agencies can connect and stay compliant as the portfolio evolves.

Requirements

5+ years in Customer Success, Product Success, Product Engagement, Customer Programs, Program Management, or a related cross-functional role in SaaS, hardware/software, or enterprise technology.
A customer-first mindset and a passion for enablement, making other people (especially CSMs and Reps) better, not doing the account or the sale for them.
Proven ability to design, standardize, and scale tools, templates, and methodologies across teams.
Experience leading cross-product initiatives with multiple stakeholders and competing priorities.
Strong program management skills; you bring clarity, structure, and momentum.
Exceptional presentation, facilitation, and communication skills, including the ability to distill complex product and customer insight for CSMs, Reps, customers, and executives.
Strong systems-thinking and analytical abilities, with enough data fluency to turn usage patterns into adoption strategy.
Comfort using product usage and customer health data (Salesforce, Gainsight, or similar) to prioritize which CSMs, reps, accounts, and issues to go after.
Comfort working across products, teams, and levels of the organization without direct authority.

Nice To Haves

Proficiency in Salesforce preferred; familiarity with Gainsight, Jira, and Google Workspace a plus.

Responsibilities

Develop and maintain deep subject-matter expertise across Outpost, Lightpost, Fleet, Fusus, and ALPR.
Serve as an internal and external resource for product capabilities, use cases, and competitive positioning.
Collaborate with Product and Marketing on consistent messaging, webinars, and case studies that highlight adoption wins and new feature launches.
Build and maintain enablement for CSMs and Reps on Vehicle Intelligence, including a clear VI 101 / fundamentals path, playbooks, and engagement guides.
Spot adoption gaps and repeat issues early (usage data, CSM and rep signal, industry/ALPR climate) and turn them into enablement or product feedback, not one-off fire drills.
Equip CSMs to get the ball rolling with customers. Then bring you in for depth, clarifying questions, and the internal resources to move things. This is not owning the sale or the account.
Partner with Product and Sales so customer insights, success stories, and usage trends get captured and shared.
Participate in roadmap discussions with front-line product insight.
Represent customer, CSM, and sales-field needs in internal forums around adoption, experience, and long-term product satisfaction.
Lead adoption initiatives and engagement programs for all Vehicle Intelligence products, across the full customer base.
Design and deliver structured customer engagement, including: Product webinars / releases, Regional and virtual user groups.
Build and strengthen the product-specific POC network (supervisors, administrators, and strategic operational users).
Enable CSMs to guide customers from onboarding through advanced usage and advocacy.
Lead a Vehicle Intelligence Product User Group experience so customers can share best practices and feed product insight back to Axon.
Own and resolve complex product escalations with clarity, urgency, and a focus on restoring value and confidence.
Serve as the go-to expert for high-complexity adoption barriers and technical challenges across Vehicle Intelligence.
Coordinate across Product, Support, CSMs, and other internal partners so customers get a timely, coordinated path to resolution.
Act as a structured intake point between customers, CSMs, Reps, and Product, translating field feedback into clear, actionable enhancement requests.
Prioritize and document requirements based on customer impact.
Partner with Product Management to close the loop with customers on how their feedback shaped the roadmap.
Help manage statewide partnership relationships across agencies of all sizes, including ongoing alignment with Vehicle Intelligence API standards and integration requirements.
Serve as a trusted liaison to law enforcement leadership on statewide initiatives, with consistent messaging and support.
Coordinate with internal technical and legal teams to resolve compliance issues as they arise.